Technical Support Lead

Job Description

Get AI-powered advice on this job and more exclusive features.

AKITU ONE is a state-of-the-art cloud-based software developed in Canada through a collaboration between dentists and software developers. Our innovative software aims to address the growing and evolving needs of the dental industry in North America. By integrating the expertise of professionals from both fields, AKITU ONE offers a modern solution that enhances the day-to-day operations of dental practices.

About the Role:

We’re looking for a dedicated and experienced Technical Support Lead to join our team in Oakville, ON. This is a full-time hybrid role with flexibility to work from home. You will lead our Support Team, ensuring our clients receive exceptional service and a smooth onboarding experience with Akitu One.

Key Responsibilities:

• Lead and manage the Technical Support Team, becoming an expert in Akitu One yourself, to professionally and efficiently assist your team and our clients
• Respond to client calls and emails, resolving technical issues
• Oversee support ticket workflows and ensure timely resolution
• Coach and mentor team members to improve performance
• Develop and implement support strategies to enhance customer satisfaction
• Maintain clear communication between clients and internal teams
• Collaborate with the development team to troubleshoot and resolve software issues
• Coordinating the support team schedule to ensure all hours of operation are covered, Saturdays on rotation are required
• Stay up-to-date with the latest software updates and industry trends

Qualifications

• Customer Support, Customer Satisfaction, and Customer Service skills
• Technical Support skills and the ability to resolve technical issues efficiently
• Strong Communication skills for effective interaction with customers and team members
• Proven leadership and team management abilities
• Experience in the software or dental industries is a plus
• High School Diploma, G.E.D. or equivalent
• Strong leadership/management skills
• Direct frontline experience with inbound calls and customer emails
• High degree of organizational skills with the ability to prioritize and multi-task
• Flexible, self-motivated, and a quick learner
• Personable, patient and professional
• Bilingual (French Speaking) would be an asset

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting